I was working in a hospital recently and saw a note from a CEO on the computer. Notes and memos are ubiquitous these days. Bathroom walls, break-rooms, computer screens. Everywhere there is another reminder to check this, do that, mark those, record metrics, hurry up, don’t make mistakes, sign orders, complete charts, be nice and all the rest.
But this note stood out. In it, the administrator was reminding the medical staff that their job was tolerance, compassion, and understanding. I’m not surprised by this. I’m aware that some administrators make rounds in patient areas and assess how things are going.
It seems, in a kind of ironic inversion, that the business side of medicine has tasked itself with telling the medical side how to be nicer doctors, better doctors, caring doctors. I’m not surprised; but I suspect it isn’t due to any collective epiphany about medical professionalism. Ultimately it’s really less about patient satisfaction, that golden egg that drives almost everything in medicine now.
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